Nexcom
Providing Convenient Workflow Management Software Solutions

Over the past ten years, there has been an increasing demand for more efficient and convenient customer service. According to Rolf Gordon Adamson, CEO of Nexcom, the fuel driving this growth is digitalization. With innovative technological solutions, digitalization has created possibilities that have improved the lives of consumers.

“Convenience has today become a market demand. Consumers are only going to use a product, service, or a vendor if it is convenient,” adds Adamson. Nexcom, since its establishment, has dedicatedly worked toward providing the same and has today become a preferred business partner in process optimization and customer experience management. The company develops IT solutions for optimizing customer service functions and improving end-customer satisfaction. Its team comprises innovative, passionate, and dedicated people whose paramount obligation is to intelligently automate as many routine tasks as possible in customer service centers to ensure a top-notch customer experience.

The company’s flagship product, eTray, is, without comparison, one of the best case and workflow management software in the market.

eTray is a digital workflow management software that supports, optimizes, and automates work processes, handles all written correspondence (emails, SMS, letters, contracts, faxes, and the like). It then distributes the task to a relevant agent based on a workflow laid out to satisfy the needs of a specific company or department.

According to Adamson, one of the main reasons why businesses choose eTray is because it is nocode and flexible. It can easily integrate with other platforms and can perform varied types of tasks. “You don’t need 20 programmers to do coding in and out for you with eTray, it is a powerful tool and hyper convenient.” says Adamson.

After using eTray, one of Nexcom’s clients—in the business of delivering television, internet and mobile services—reported substantially increased customer satisfaction. Before they approached Nexcom, the company would receive calls from end-users regarding issues with the television service. Over a call, the contact centre agent from the company would try to resolve the issue but could notbe able to assess the technicalities accurately. Once eTray was integrated, all information about the users was first made available on a web portal. “We automated the process, which in turn helped the company create a sustainable long term relationship with each of its users,” adds Adamson. Today, if a customer calls this vendor with any issue, the contact centre agent can immediately fetch the user’s data and understand the issue, in and out.

Currently, Nexcom expects a 60 percent growth in 2021 and is expanding within Europe and North America. It has gone from 1 employee to 6 employees in the US and added 10 employees to Europe since New Year. Adamson believes that there is a massive surge for Nexcom’s services because Covid-19 has highlighted the importance of good digital customer experience for a lot of companies. “One of the things that stands out about Nexcom as a company is that we have a single set of rules that we apply and that is to have fun. We are here because we are passionate about what we do,” concludes Adamson.